Township dwellers, beware of Makro’s dismal service because you live in a township!

Township dwellers, beware of Makro’s dismal service because you live in a township! See my experience below

On Black Friday (29th November) I bought a fridge from Makro online, submitted my home address for delivery (I live in a township) and I paid for delivery as well. I was informed on the website that delivery would take 5 to 7 working days. I was patient. I received a call from Makro yesterday (9th December) at 12h52 informing me that they want to deliver my fridge tomorrow (that being today the 10th of December) however my area is dangerous as their truck was hijacked there before. The lady on the phone then said that their resolution would be that the Makro truck would only stop at the police station in my neighbourhood and I would have to find my own transport and way there to collect my fridge.

I indicated my unhappiness with this but said I would oblige because at least the police station was not too far from my house. I was unhappy about this because 1) it was an inconvenience 2) there would now be added costs for me because I would have to pay someone with the necessary vehicle to collect the fridge from the police station and transport it to my house 3) I would have to ensure that there was someone home to receive the fridge as I work full time and they would obviously deliver during working hours 4) I would incur further costs as I would have to pay someone to go to my house and sit and wait to receive the fridge.

Again, despite my discomfort I obliged and said it was ok I would make a plan to collect the fridge at the police station however I asked what time the fridge/truck would be at the police station, the lady I spoke to said she would have to check and would call me back shortly with the time. I explained it was important that I know the time because I would have to organise transport, a driver and someone to receive the fridge and she said she would call me back. She did not call me back yesterday (9th December).

Today, (10th December) I got a call at 13h26 from a Makro truck driver who literally said “where is your house because we’re getting lost” to which I responded, “who are you and why are you looking for my house?”. This driver then explained that he was trying to deliver my fridge from Makro. I then said I spoke to their colleague yesterday and she said she would call me back regarding delivery time however she did not so I was not expecting the fridge and thus did not make the necessary arrangements to receive the it furthermore I was told the truck would only stop at the police station but nonetheless I was grateful that they could deliver at my home as Makro had promised me. He then told me he was in my neighbourhood and I would have to make a plan. I asked him to give me a few minutes and I would see what I can do.

Frantically I called around for anyone I knew who could rush to my house and receive the fridge. Fortunately, I found someone who could. I called the truck driver back within a few minutes and informed him there would be someone at my house to receive the fridge. He says alright, and indicates where he is in my neighbourhood and I inform him that he is very close to my house, literally 2 minutes away and I provide him with basic directions of taking his first left after passing a building and he would be in my street. I repeat my house number to him and describe my house. I call him again after 2/3 minutes to check if he found my house, he explains that he has not and is getting lost. I again provide him with clear directions with landmarks too.

A few seconds late another man (with a foreign accent) takes the phone from the driver and says I should provide him with directions and I do so. Again I wait a few minutes and first call the person waiting to receive the fridge at my house to check if they had arrived, they indicate no. I call the truck driver again and ask their whereabouts to which he responded “we decided to go because we were getting lost and we have been hijacked in your neighbourhood before”. I then get a call from the person who was waiting at my house to receive the fridge and she indicates the truck literally passed her and she waved and jumped trying to get it to stop however the truck driver just passed her and continued driving.

Now, while I fully understand and sympathise with their fear and trauma of being hijacked previously, I am left asking myself a number of things; 1) Why must I suffer the consequences of ********* and crime in South African townships when I am a law abiding citizen? 2) Why did Makro promise to deliver my fridge at the provided address if their drivers are allowed to make decisions about neighbourhoods they will or will not deliver to?

I further asked myself;

3) Why is Makro allowing their staff to be in vulnerable positions and not providing the needed security if they are being hijacked? 4) Why did I have to incur further cost (which have now been wasted) to receive a fridge that I bought and paid delivery for? 5) Does this mean Makro is not interested in and does not care about business from South Africans that live in townships?

Firstly, due to poor communication from Makro staff I did not know what time to expect my fridge. Secondly I was on my phone back and forth during working hours. Thirdly I was inconvenienced greatly by Makro. Fourth, Makro promised to deliver a fridge which I paid delivery for.

Makro stop this dismal service! I want my fridge delivered exactly where I indicated it should be delivered without any objections from you as a company! As South Africans we know full well the challenges of crime we face and I want to know from Makro, because I live in a township am I not entitled to good service? Am I not entitled to what you promised? Am I not worthy of your appliances!

My money was worthy, my money was good enough when I hit that payment button and you accepted it however because I live in a township I am deemed suitable to receive inferior service! Unacceptable! I will not accept this and will go and do everything in my power to ensure that I never receive such substandard service nor any other person living in townships! Or rather tell us Makro that your store does not sell to people living in townships!

YOUR DISMAL AND EXCLUSIONARY SERVICE IS UNACCEPTABLE! I WANT MY FRIDGE DELIVERED AT MY HOUSE AND I WANT PROPER COMMUNICATION SO THAT A PERSON CAN MAKE THE NECESSARY ARRANGEMENTS TO RECEIVE THEIR GOODS!